Filene Exclusive: Branches vs. Digital Channels

Can credit unions adapt to changing consumer preferences with delivery channels and improve organizational excellence and efficiency at the same time?

The Filene Research Institute takes a hard look at that question in its report, Channel Delivery for Tomorrow by Ben Rogers, research director at the Madison, Wis.-based think tank.

A somewhat surprising trend highlighted in the research is that the proliferation of delivery channels has actually led to an increase in total transactions, according to Andrew Downin, innovation director at Filene.

The report identifies a series of questions that credit union managers should ask themselves when faced with channel investment trade-offs: Will this investment enhance the member experience more than other channel upgrades we could undertake right now? Will this investment help us achieve competitive differentiation? Will this investment allow us to reduce branch service costs?